BrandPost: What’s a Mobile-First Support Strategy, and Why Do You Need One?
Remote support has long been offered to customers on desktops and laptops, but with the rise of mobile devices, times are changing. If you haven’t already considered a mobile-first support strategy, now’s the time to create one.
Most people spend an average of 5 hours a day on their mobile devices, a statistic that you won’t find too surprising if you’re reading this on a mobile device. Increasingly, we rely on our mobile devices in our personal and work lives, and in many cases, customers are ditching their laptops and moving entirely to mobile.
It stands to reason that if mobile is where customers are, support teams should be there too. The problem is, remote support was originally created for desktops and is often offered through channels that aren’t always readily available to mobile users, like live chat. That’s why it makes sense for support teams to look at remote support from the other side: mobile-first. This allows you to create a remote support experience that’s consistent across web and mobile, including how tickets feed into the same queue for fast resolution, and how diagnostic data is presented for the device, operating system, network, and more. Doing so enables your support team to keep up with mobile adoption and serve the growing number of customers who rely heavily – or even fully – on mobile.